World of fibre
Pulp customers praise quality, reliability and service
Metsä Fibre’s customer satisfaction survey 2021 was conducted in the sales regions of Europe, Asia Pacific (APAC), North America and the Middle East and Africa (MEA).
The responses show that our overall performance is good. The results from the different sales regions had much in common. In all regions there was praise for the quality and reli- ability of the products and for the service. Logistics, on the other hand, has been a global challenge for all players. “We would like to thank all our customers worldwide for their active participation in the survey. The feedback we have received will help us further improve our operations,” says Harri Vertanen , Vice President, Sales Asia. PRAISE FOR SERVICE AND COLLABORATION Among European pulp customers, Metsä Fibre is per- ceived as a market leader, constantly striving to develop as a company and supplier. “Quality, service and cooperation have been positive fac- tors every year, and this one is no exception,” says Mikael Lagerblom , Vice President, Sales Europe. “During this current year, deliveries have been a chal- lenge and we are now trying to improve them. We also
want to intensify collaboration in order to be able to produce added value for our customers throughout the supply chain.” DELIVERY RELIABILITY GOOD IN A CHALLENGING SITUATION Kustaa Laine , Vice President, Sales for the Americas, the Middle East & Africa, says that the quality of Metsä Fibre’s products and the reliability of its operations were the most positive aspects of the responses. “Our customers felt that our delivery reliability was par- ticularly good, despite the challenging market situation. We are able to respond to demand and are open to growth.” Praise was also given for good cooperation with custom- ers and for the collaborative sales network in the region. “Based on previous customer feedback, we have devel- oped our pricing models and the customers have accepted them very well.” THE VALUE OF WORK FOR SUSTAINABLE DEVELOPMENT Cooperation was also seen as a positive in responses from the Asia-Pacific sales region. “In the APAC countries, we have some really long cus- tomer relationships. We know our customers well and can respond to their needs,” Harri Vertanen says. Technical customer service has received positive feed- back year after year, and this one is no exception. “It is wonderful that our proactive work and production of added value for customers have been noted.” This year, logistical problems have been a challenge for all companies. The responses praised Metsä Fibre’s reliabil- ity and delivery, but also identified areas for improvement. “We are aware of logistical problems and have initiated measures to resolve them.” Sustainable development emerged as a new and posi- tive topic in the survey. Chinese customers in particular were grateful for the work done by Metsä Fibre towards sustainable development.
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